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Self-service changes with agents in service support By Aditya Abeysinghe Self-service agents Self-service is use of a service without using human-based services. To use a service without humans, businesses usually create a component, an agent, such that users could obtain a service of a business. These components are coupled to a system where data from users are communicated with the system using a user interface. These agents usually use Artificial Intelligence (AI) to autonomously handle tasks. Therefore, in customer-oriented businesses most services are now provided using agents with the use of a simple user interface. Advantages of self-service agents A common use of self-service is to reduce queue time in customer service. Usually, customers have to wait until their service is provided. Customers who need quick service support may not wait for long waiting queues and they may use support from other service providers. With self-service agents, customers could service ...